Customer Success Manager

• Nov 2021 - Present

Product Specilalist Delivery

• Nov 2020 - Present

customer support manager

• Nov 2019 - Nov 2020

Senior Technical Support Specialist

• Jun 2014 - Oct 2019

Senior Technical support and trainer for customs clearance software. Managing projects training and the helpdesk Senior Technical support and trainer for customs clearance software. Managing projects training and the helpdesk

Worldwide Technical Support

• Sep 2011 - May 2014

Technical Support

• Sep 2003 - Aug 2011

• Provided support for customers who had faults via phone, email, forum, and a helpdesk system • Management of RMAs within EMEA • Manage RMA Stock levels and stock rotation • Liaising with the support team in Japan to prioritise bugs and escalate issues when required. • Physical repair and restoration of hardware, including soldering work • Educate distributors and customers on how to use the products via phone, IM, email and forums. • Educate additional support staff who are new to the team • Created articles for company website mainly ‘How To’ guides • Created training guides for distributors and new staff • Working at tradeshows to sell and demonstrate products • Product / beta / compatibility testing for the company products and 3rd party products I T responsibilities • Maintenance and repair of PCs, laptops and servers • Backup of servers and systems • System builds • Networking within the office • Create and manage users and email accounts • Maintenance and repairs on printers and scanners or contact with 3rd party vendors • VPN connections setup for external customers • Assist with Sales Force installations on PCs and laptops • Software installations • Telephone system support Show less

IT Support Analyst

• Jun 2002 - Sep 2003

Working within a team to support setup and maintain the IT systems for 5 hospitals sites. • Setup New users on exchange, NT and Unix based servers • User account management • PC and laptop builds • PC and laptop installations • 1st line support over the phone and helpdesk logging • Prioritising of helpdesk jobs and solutions • On site evaluation of faults to PCs, laptops, printers and other medical equipment • Software and Hardware upgrades and installation • Server, PC and laptop maintenance • PC backups • Server backups • Staff training on logging in • Basic networking setup and patching • Telephone system support Equipment: • HP Unix Servers • Windows NT Servers (Application, File) • Windows 2000 Servers (Print, File and Application) • Windows 95/98/NT/2000 Workstations • Proxy Servers • Exchange Server • Office 97/2000 • MS Outlook / Exchange Server Show less

IT Administrator

• Jul 2000 - Jun 2002

Working as part of a two man team looking after 4 sites across the UK. Maintaining the freight systems and general IT systems. • Setup New users on Lotus Notes, NT4.0 • User account management • PC and laptop builds • PC and laptop installations • On site evaluation of faults to PCs, laptops, printers and other medical equipment • Software and Hardware upgrades and installation • Server, PC and laptop maintenance • PC backups • Server backups • ACM backup and upgrades • Staff training • Basic networking setup and patching • Telephone system support • Reception cover • Import/Export duties Show less